MTN Momo

We partnered with MTN to evolve their Mobile Money (MoMo) platform, transforming it from a basic service into a sophisticated digital financial ecosystem. Our work spanned across multiple African countries, focusing on product design, seamless user experience, and strategic innovation to empower millions of users.

‍

The Challenge

MTN sought to evolve its MoMo applications beyond basic functionality to meet the diverse and growing needs of users across different African markets. The core challenge was to create a unified, secure, and intuitive platform that could integrate advanced features like biometrics, support third-party developers, and maintain a consistent brand identity across various operating companies (OpCos).

‍

Our Approach

Our methodology was a comprehensive process that combined in-depth research, agile project management, and a focus on continuous improvement.

• UX Research & Prototyping: We conducted extensive research, prototyping, and user testing for the Consumer App, Agent App, and Master Portal Web across multiple countries. This included analysing user personas and cultural contexts, which informed the development of clickable prototypes.
• ‍Product Design & Design Systems: We developed scalable design system components and integrated biometrics for secure and seamless onboarding. We also created detailed UX/UI designs, including low-fidelity wireframes, journey mapping, and task modelling, to ensure a cohesive and intuitive user experience.

• ‍Project Management & Business Analysis: We led the project with an agile approach, defining business requirements, managing stakeholder expectations, and ensuring timely delivery. Our work also involved continuous testing on Android and iOS platforms and regular desk checks to maintain high quality.

• ‍Technology & Innovation: We actively integrated AI features for automation and predictive analytics. We also launched an Open API initiative, creating a comprehensive developer portal to foster innovation and expand the MoMo ecosystem ‍by enabling third-party developers to build new financial solutions.‍

• Specialised Services: We provided a range of specialised services, including copywriting, UX writing, and content strategy, along with graphic design and marketing materials to ensure a consistent and powerful brand message across all touch points. We created a a comprehensive content strategy in both English and French.

‍

The Impact

Our work significantly enhanced the MoMo platform, delivering a more secure, efficient, and user-friendly experience that solidified MTN's position as a leader in digital financial services.

• Enhanced User Experience: We streamlined task completion and enhanced the user experience across all MoMo applications, with a consistent design that facilitated ease of use and increased user engagement.
• Ecosystem Expansion: By launching the Open API initiative, we enabled third-party developers to create innovative financial solutions, fostering a collaborative ecosystem that continues to grow.
• Operational Efficiency: Our agile project management, business analysis, and AI integrations improved operational efficiency, ensuring that the platform could scale effectively to meet the needs of a rapidly expanding user base.

Our role was to serve as a comprehensive partner in product design and strategic execution, driving MTN’s digital financial transformation across Africa.

‍